[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
You are still not addressing my concerns. 1) I have waited the 2 business days my bank told me to wait in before opening a dispute with them - which I did and I explained that I did in my last message to you, so telling me that I have to contact my bank is a moot point seeing as I told you I have already done this. 2) You have not acknowledged the error your system made with my order. I provided proof of the charge, and proof of the cancellation. If you aren't seeing a charge or payment, you clearly aren't looking in the right places. (I've worked in a call center in customer service, billing, retention so I know how this works....If you don't have the ability to see a charge, then you need to talk to other departments, investigate further, I am tired of hearing the same thing I heard from your call center employees.)3) You haven't attempted to offer me anything for the nightmare this has been when I've explained I JUST WANT MY MONEY BACK TO RE-ORDER. Try and understand from my perspective this is what happened - I place a thinkgeek order on Nov 27thOn Nov 27th a charge is put through my account - as noted in the previously sent attachment. On Nov 27th my order is cancelled - as noted in my original complaint message. No order shipped, and no 272$ CAD dollars you took from my account. I would really appreciate if you could escalate this case to someone else. Its a waste of my time to be told to contact my bank, which I have already done. It tells me you either don't care, or aren't paying enough attention to my messages. So at this point I would rather speak with someone else within your organization.
Regards,
[redacted]
Hi [redacted].I sincerely apologize for your package was lost, and that you had such a hard time getting through to our Customer Care Team. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. There is absolutely no excuse for what happened...
to you, and if I were in your shoes, I would be livid. In regards to not being able to get through to us, we have had higher than anticipated contact volume, and we have unfortunately not been able to keep up. I understand your frustration! I looked into your issue and see that you were finally able to reach an agent and get the money refunded for your lost package. I'm sorry we were unable to fulfill your order. I'm issuing a $40 gift certificate, so when we do get more inventory, you can have it complimentary. If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays! Eva E[redacted]Customer Service Manager
Hi [redacted],Thank you for contacting ThinkGeek. We apologize for any frustration we have caused you. We have not had any problems in the past with advising customers to reach out directly to [redacted] regarding warranty claims on their products. We are contacting our [redacted] representative to...
see if this policy has changed. I was unable to find any orders associated with your email address containing any [redacted] products. If you could please provide me with the ThinkGeek order number, I can look into this further. I hope to hear from you soon.Brisbane B[redacted]Operations Specialist
Hi [redacted],Thanks for contacting ThinkGeek Customer Service. We know you must be incredibly frustrated that you haven't received your ThinkGeek order yet, and we sincerely apologize for the delay. We identified an issue at our fulfillment center that affected a limited number of...
customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a replacement order to be shipped via Express shipping. You can track your package at UPS.com with tracking number [redacted]. Please allow up to 24 hours for the tracking to update. Since your original order never made it to you, I issued a refund of the $6.95 shipping charges paid on your order. You should see this reflected on your credit card statement within 5 business days. I have also issued you a $10 apology gift card (ID ) for this less than ideal situation. If there is anything else we can do to make this right for you please don't hesitate to ask. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek! We are so sorry for any inconvenience we caused you! Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We identified an issue at our fulfillment center that affected a limited number of...
customers, and unfortunately, your original order, [redacted], was one of the affected orders. Once the warehouse had realized the issue, your order was reshipped on December 20 via [redacted] with tracking number [redacted]. [redacted] is showing that the order was delivered to you on December 23. You had also contacted us via chat on December 18 and the Customer Care Agent issued a replacement, per your request. The replacement order, [redacted], was delivered by [redacted] (tracking number [redacted]) on December 23. Have you received your two orders? Because of the shipping delay caused by our fulfillment center, a refund of the shipping charges has been issued back to your [redacted] account. If you would prefer to return the items and receive a refund, please let us know and we can set up your Return Merchandise Authorization (RMA). Please let us know how you would like to proceed.Sincerely,Brisbane B[redacted]Operations Speclalist
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thanks for contacting ThinkGeek Customer Service. We
are so sorry your order still has not reached you! We identified an issue at our
fulfillment center that affected a limited number of customers, and
unfortunately, your order was one of the affected orders. Customer...
satisfaction
is very important to us and we are sorry that we failed to meet your
expectations. There is absolutely no excuse for this and we know we've let you
down. I have refunded your shipping, and issued a $20 apology gift card (ID
[redacted]) for this less than ideal situation. If there is
anything else we can do to make this right for you please don't hesitate to
ask! Happy holidays!
Eva E[redacted]Customer Service
Manager
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry for all the frustration and inconvenience we have caused you. I am also very sorry that your [redacted] Tavern Pint Set arrived damaged! Upon looking into your order, I see that a replacement order was shipped on February 12 and...
delivered yesterday, February 18. Per your request, I have issued a full refund of your original order. You should see a refund of $16.94 on your credit card statement within the next 5 business days. As for the Pint Glasses you received, please keep them as an apology from ThinkGeek. If you have any other issues or concerns, please do not hesitate to contact me. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],Our apologies for the package never
making it to you, and for the poor bad experience with our agent! Customer satisfaction is very important to us and we are sorry that
we failed to meet your expectations. I pulled up the order to investigate, and it does appear there was a...
problem with the package leaving the carrier's sort facility (the status update
is not showing any updated or recent activity). I've opened an investigation,
with the carrier. The good news is that I was able to locate inventory to send to you,
and have shipped it out expedited on [redacted] tracking number [redacted] ! I
have issued a full refund to your payment method, as well as a $20 apology gift
card (ID [redacted]) for this frustrating experience. I hope you will give us
another chance in the future to provide you with geeky
loot.If there is anything else I can do to make this right
for you, please don't hesitate to ask. Happy
holidays!
Eva E[redacted]Customer Service
Manager
Hi [redacted]We're sorry to hear that you found our promotion to be misleading. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. On the banner at the top of the screen on our website that displays the current promotion, there is a link...
beside the promotion that says "(see details). If you had clicked on the link when we were running the SURPRISE promotion, you would have seen the following:Save 20% off qualifying orders of $50 or more, 25% off qualifying orders of $100 or more, and 30% off qualifying orders of $150 or more . Offer valid until December 04, 2014, 11:59pm ET. Offer cannot be combined with other promotional code-based offers, coupons or discounts. Gift cards, taxes and shipping and handling charges are not applicable toward the minimum purchase requirement and are not included in the offer. Offer is non-transferable and not redeemable for cash or cash equivalents. No adjustments on previous purchases. Select product exclusions may apply and will be indicated on individual product pages. Other exclusions may apply. We reserve the right to cancel any order due to unauthorized, altered or ineligible use of discounts and to modify or cancel these promotions due to system error or unforeseen problems. Subject to change, including termination, without notice. Use promo code: SURPRISEIn addition to this, we also have verbiage that says :Note: This item is excluded from the current site promotion; please purchase this item separately. We would love to include all items in every promotion, however we have to honor our vendor agreements with particular companies, and we are not permitted to drop the price of certain items below a specific amount. Regardless of whether or not we feel like we clearly advertise promotion restrictions, we apologize that you have walked away from us unhappy. I have issued a $10 gift certificate as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.We appreciate your feedback about your recent experience. If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
From: Revdex.com of Metro Washington DC <[redacted]>Date: Mon, Feb 2, 2015 at 9:57 AMSubject: Fwd: complaint resolvedTo: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Sat, Jan 31, 2015 at 2:43 PMSubject: complaint...
resolvedTo: [redacted]I don't know if Think Geek has received the complaint yet but they issued me a full refund now
Hi [redacted].
I apologize for any confusion regarding
our return policy for gift certificates. I hate to be the bearer of bad news,
however the agents were correct in telling you that gift certificates are
non-refundable.
If you look on our Returns Information
Page...
([redacted]), it
states:
We accept returns within 90 days for any
reason (unless otherwise noted on the product page).
If you look on our gift certificate
product page [redacted],
it states:
Gift
certificates expire five years after the purchase date or longer
depending on the state or country of purchase and are non-refundable.
I am really sorry for any inconvenience
this causes you and your husband. If you have any additional questions or
concerns, please don't hesitate to ask.
Regards,
Eva E[redacted]Customer Service
Manager
Hi [redacted],Thank you for contacting ThinkGeek. We are so sorry we were
unable to fulfill part of your order! We identified an issue at our fulfillment
center that affected a limited number of customers, and unfortunately, your
order was one of the affected orders. Customer...
satisfaction is very important
to us and we are sorry that we failed to meet your expectations. There is
absolutely no excuse for this and we know we've let you down.After
the issue was identified, our warehouse attempted to reship orders.
Unfortunately, only one of your items was able to be reshipped. Since the other
two items are out of stock, I have issued a full refund to your payment method.
You should see a refund of $45.97 on your bank statement within 5 business days.
In addition, I have issued a $15 apology gift card (ID ) for this frustrating
experience.If there is anything else I can do to make this
better, please don't hesitate to ask.Brisbane B[redacted] Operations Specialist
Hi [redacted],I sincerely apologize for this experience! Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations. We had some staffing issues due to the inclement weather, so
we unfortunately ended up with a large backlog. The wait times...
this year have
been completely unacceptable and I understand how frustrating this experience
has been.
I am also sorry that you were given incorrect information by our
Customer Care Agent when you were able to get through. Though there is really
no excuse for this interaction, we ramp up staffing very quickly to support our
increased contact volume during the holiday season. Due to this, we have a lot
of new agents on the floor, which can result in less than stellar interactions,
like the one you had. We do not make gift recipients pay for shipping for
returns, and we can do exchanges.
I looked into the order and see that the gift giver has already been
refunded. I have issued a $30 gift certificate to you (ID [redacted]) as an
apology for this frustrating experience. If there is anything else I can do to
make this right for you, please don't hesitate to ask. Again, I apologize for
this major inconvenience, however I hope you will give us another chance in the
future to provide you with geeky loot.
Eva E[redacted]Customer Service
Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Thank you, I will share this information with my payment provider. You can also find their statement about proccess below:Dear [redacted],Thank you for your email.Your account shows a pre-authorisation made by Thinkgeek.comShould we not receive the settlement from the merchant the funds will be credited back to your [redacted] Virtual card when the authorisation expiresWhen you make a payment online, what happens initially is that a merchant pre-authorises the amount specified on your [redacted] Virtual card and then proceeds to settle that charge at a later date.Thereby, the real balance on your [redacted] Virtual card will be reduced; however the transaction will not show on your [redacted] account statement until the merchant has settled. It means a merchant has reserved the funds on your [redacted] Virtual Card but not proceeded to complete the transaction (it may have been cancelled) in which case the funds will be automatically refunded to your [redacted] Account as soon as the pre-authorization has expired. This may take up to 30 days under [redacted] guidelines.We hope the above attends to your query however should you require further assistance please do not hesitate to contact us.Best RegardsDanielaCustomer SupportRegards,
[redacted]
Hi,I am sorry you are having trouble with your return. Please note that I see you have paid $226.10 for your item plus $25.25 for shipping for a total of $251.35. I am not sure where you are getting your totals from. Please see attached copy of your order. If you wish to make...
the return because you don't want the item, you are welcome to return it but it is our policy that you pay the shipping fees for this return.During this time of year we try and get our packages out as fast as we can especially when they are express shipping and that is why is could not be cancelled. Thank you,Heather
Hi [redacted].I am sorry for the issues you experienced! I noticed that I have already contacted you via email to try to resolve this. I look forward to getting this taken care of for you as soon as possible!Regards,Eva E[redacted]Customer Service Manager
Hi,I spoke with our other division that handles your order. ThinkGeek's customer service is separate from theirs. Here is the details that they provided:I was able to find this customer's ticket opened June 15th, resolved June 17th, and I do not see any subsequent communication from him,...
either by email or phone call. We responded to the customer within 24 hours of his request with return instructions, and responded to his subsequent message in less than 12 hours. He ordered a baseball cap that did not fit, requested return instructions, and asked about the fit of the other cap we feature in the store. He was provided with return instructions and we clarified the sizing on the other cap in the store. He did not ask to have the sale price extended to him for a new order placed outside of the sale period. Also, the customer's original order was not placed during the sale, so he will be refunded the full purchase price of the item (including sales tax), which is equal to the cost of the item he wants to purchase. If the customer wishes to have his refund via store credit, we can amend his RMA, and we can make an exception and refund the full cost of his order upon receipt of his return (typically we only refund for the item returned and related sales tax). However, we cannot process his return until it is received back at our warehouse.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
You are still not addressing my concerns. 1) I have waited the 2 business days my bank told me to wait in before opening a dispute with them - which I did and I explained that I did in my last message to you, so telling me that I have to contact my bank is a moot point seeing as I told you I have already done this. 2) You have not acknowledged the error your system made with my order. I provided proof of the charge, and proof of the cancellation. If you aren't seeing a charge or payment, you clearly aren't looking in the right places. (I've worked in a call center in customer service, billing, retention so I know how this works....If you don't have the ability to see a charge, then you need to talk to other departments, investigate further, I am tired of hearing the same thing I heard from your call center employees.)3) You haven't attempted to offer me anything for the nightmare this has been when I've explained I JUST WANT MY MONEY BACK TO RE-ORDER. Try and understand from my perspective this is what happened - I place a thinkgeek order on Nov 27thOn Nov 27th a charge is put through my account - as noted in the previously sent attachment. On Nov 27th my order is cancelled - as noted in my original complaint message. No order shipped, and no 272$ CAD dollars you took from my account. I would really appreciate if you could escalate this case to someone else. Its a waste of my time to be told to contact my bank, which I have already done. It tells me you either don't care, or aren't paying enough attention to my messages. So at this point I would rather speak with someone else within your organization.
Regards,
[redacted]
Hi [redacted].I sincerely apologize for your package was lost, and that you had such a hard time getting through to our Customer Care Team. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. There is absolutely no excuse for what happened...
to you, and if I were in your shoes, I would be livid. In regards to not being able to get through to us, we have had higher than anticipated contact volume, and we have unfortunately not been able to keep up. I understand your frustration! I looked into your issue and see that you were finally able to reach an agent and get the money refunded for your lost package. I'm sorry we were unable to fulfill your order. I'm issuing a $40 gift certificate, so when we do get more inventory, you can have it complimentary. If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays! Eva E[redacted]Customer Service Manager
Hi [redacted],Thank you for contacting ThinkGeek. We apologize for any frustration we have caused you. We have not had any problems in the past with advising customers to reach out directly to [redacted] regarding warranty claims on their products. We are contacting our [redacted] representative to...
see if this policy has changed. I was unable to find any orders associated with your email address containing any [redacted] products. If you could please provide me with the ThinkGeek order number, I can look into this further. I hope to hear from you soon.Brisbane B[redacted]Operations Specialist
Hi [redacted],Thanks for contacting ThinkGeek Customer Service. We know you must be incredibly frustrated that you haven't received your ThinkGeek order yet, and we sincerely apologize for the delay. We identified an issue at our fulfillment center that affected a limited number of...
customers, and unfortunately, your order was one of the affected orders. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations.I have issued a replacement order to be shipped via Express shipping. You can track your package at UPS.com with tracking number [redacted]. Please allow up to 24 hours for the tracking to update. Since your original order never made it to you, I issued a refund of the $6.95 shipping charges paid on your order. You should see this reflected on your credit card statement within 5 business days. I have also issued you a $10 apology gift card (ID ) for this less than ideal situation. If there is anything else we can do to make this right for you please don't hesitate to ask. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],Thank you for contacting ThinkGeek! We are so sorry for any inconvenience we caused you! Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. We identified an issue at our fulfillment center that affected a limited number of...
customers, and unfortunately, your original order, [redacted], was one of the affected orders. Once the warehouse had realized the issue, your order was reshipped on December 20 via [redacted] with tracking number [redacted]. [redacted] is showing that the order was delivered to you on December 23. You had also contacted us via chat on December 18 and the Customer Care Agent issued a replacement, per your request. The replacement order, [redacted], was delivered by [redacted] (tracking number [redacted]) on December 23. Have you received your two orders? Because of the shipping delay caused by our fulfillment center, a refund of the shipping charges has been issued back to your [redacted] account. If you would prefer to return the items and receive a refund, please let us know and we can set up your Return Merchandise Authorization (RMA). Please let us know how you would like to proceed.Sincerely,Brisbane B[redacted]Operations Speclalist
The code was: Reject Reason code: [redacted]([redacted])Request ID: [redacted] I hope this helps to go back to your bank with.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Hi [redacted],Thanks for contacting ThinkGeek Customer Service. We
are so sorry your order still has not reached you! We identified an issue at our
fulfillment center that affected a limited number of customers, and
unfortunately, your order was one of the affected orders. Customer...
satisfaction
is very important to us and we are sorry that we failed to meet your
expectations. There is absolutely no excuse for this and we know we've let you
down. I have refunded your shipping, and issued a $20 apology gift card (ID
[redacted]) for this less than ideal situation. If there is
anything else we can do to make this right for you please don't hesitate to
ask! Happy holidays!
Eva E[redacted]Customer Service
Manager
Hi [redacted],Thank you for contacting ThinkGeek. I am very sorry for all the frustration and inconvenience we have caused you. I am also very sorry that your [redacted] Tavern Pint Set arrived damaged! Upon looking into your order, I see that a replacement order was shipped on February 12 and...
delivered yesterday, February 18. Per your request, I have issued a full refund of your original order. You should see a refund of $16.94 on your credit card statement within the next 5 business days. As for the Pint Glasses you received, please keep them as an apology from ThinkGeek. If you have any other issues or concerns, please do not hesitate to contact me. I hope you have a nice day.Brisbane B[redacted]Operations Specialist
Hi [redacted],Our apologies for the package never
making it to you, and for the poor bad experience with our agent! Customer satisfaction is very important to us and we are sorry that
we failed to meet your expectations. I pulled up the order to investigate, and it does appear there was a...
problem with the package leaving the carrier's sort facility (the status update
is not showing any updated or recent activity). I've opened an investigation,
with the carrier. The good news is that I was able to locate inventory to send to you,
and have shipped it out expedited on [redacted] tracking number [redacted] ! I
have issued a full refund to your payment method, as well as a $20 apology gift
card (ID [redacted]) for this frustrating experience. I hope you will give us
another chance in the future to provide you with geeky
loot.If there is anything else I can do to make this right
for you, please don't hesitate to ask. Happy
holidays!
Eva E[redacted]Customer Service
Manager
Hi [redacted]We're sorry to hear that you found our promotion to be misleading. Customer satisfaction is very important to us and we are sorry that we failed to meet your expectations. On the banner at the top of the screen on our website that displays the current promotion, there is a link...
beside the promotion that says "(see details). If you had clicked on the link when we were running the SURPRISE promotion, you would have seen the following:Save 20% off qualifying orders of $50 or more, 25% off qualifying orders of $100 or more, and 30% off qualifying orders of $150 or more . Offer valid until December 04, 2014, 11:59pm ET. Offer cannot be combined with other promotional code-based offers, coupons or discounts. Gift cards, taxes and shipping and handling charges are not applicable toward the minimum purchase requirement and are not included in the offer. Offer is non-transferable and not redeemable for cash or cash equivalents. No adjustments on previous purchases. Select product exclusions may apply and will be indicated on individual product pages. Other exclusions may apply. We reserve the right to cancel any order due to unauthorized, altered or ineligible use of discounts and to modify or cancel these promotions due to system error or unforeseen problems. Subject to change, including termination, without notice. Use promo code: SURPRISEIn addition to this, we also have verbiage that says :Note: This item is excluded from the current site promotion; please purchase this item separately. We would love to include all items in every promotion, however we have to honor our vendor agreements with particular companies, and we are not permitted to drop the price of certain items below a specific amount. Regardless of whether or not we feel like we clearly advertise promotion restrictions, we apologize that you have walked away from us unhappy. I have issued a $10 gift certificate as an apology for this frustrating experience. I hope you will give us another chance in the future to provide you with geeky loot.We appreciate your feedback about your recent experience. If there is anything else I can do to make this right for you, please don't hesitate to ask. Happy holidays!Eva E[redacted]Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
From: Revdex.com of Metro Washington DC <[redacted]>Date: Mon, Feb 2, 2015 at 9:57 AMSubject: Fwd: complaint resolvedTo: [redacted] <[redacted]>---------- Forwarded message ----------From: <[redacted]>Date: Sat, Jan 31, 2015 at 2:43 PMSubject: complaint...
resolvedTo: [redacted]I don't know if Think Geek has received the complaint yet but they issued me a full refund now
Hi [redacted].
I apologize for any confusion regarding
our return policy for gift certificates. I hate to be the bearer of bad news,
however the agents were correct in telling you that gift certificates are
non-refundable.
If you look on our Returns Information
Page...
([redacted]), it
states:
We accept returns within 90 days for any
reason (unless otherwise noted on the product page).
If you look on our gift certificate
product page [redacted],
it states:
Gift
certificates expire five years after the purchase date or longer
depending on the state or country of purchase and are non-refundable.
I am really sorry for any inconvenience
this causes you and your husband. If you have any additional questions or
concerns, please don't hesitate to ask.
Regards,
Eva E[redacted]Customer Service
Manager
Hi [redacted],Thank you for contacting ThinkGeek. We are so sorry we were
unable to fulfill part of your order! We identified an issue at our fulfillment
center that affected a limited number of customers, and unfortunately, your
order was one of the affected orders. Customer...
satisfaction is very important
to us and we are sorry that we failed to meet your expectations. There is
absolutely no excuse for this and we know we've let you down.After
the issue was identified, our warehouse attempted to reship orders.
Unfortunately, only one of your items was able to be reshipped. Since the other
two items are out of stock, I have issued a full refund to your payment method.
You should see a refund of $45.97 on your bank statement within 5 business days.
In addition, I have issued a $15 apology gift card (ID ) for this frustrating
experience.If there is anything else I can do to make this
better, please don't hesitate to ask.Brisbane B[redacted] Operations Specialist
Hi [redacted],I sincerely apologize for this experience! Customer
satisfaction is very important to us and we are sorry that we failed to meet
your expectations. We had some staffing issues due to the inclement weather, so
we unfortunately ended up with a large backlog. The wait times...
this year have
been completely unacceptable and I understand how frustrating this experience
has been.
I am also sorry that you were given incorrect information by our
Customer Care Agent when you were able to get through. Though there is really
no excuse for this interaction, we ramp up staffing very quickly to support our
increased contact volume during the holiday season. Due to this, we have a lot
of new agents on the floor, which can result in less than stellar interactions,
like the one you had. We do not make gift recipients pay for shipping for
returns, and we can do exchanges.
I looked into the order and see that the gift giver has already been
refunded. I have issued a $30 gift certificate to you (ID [redacted]) as an
apology for this frustrating experience. If there is anything else I can do to
make this right for you, please don't hesitate to ask. Again, I apologize for
this major inconvenience, however I hope you will give us another chance in the
future to provide you with geeky loot.
Eva E[redacted]Customer Service
Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Thank you, I will share this information with my payment provider. You can also find their statement about proccess below:Dear [redacted],Thank you for your email.Your account shows a pre-authorisation made by Thinkgeek.comShould we not receive the settlement from the merchant the funds will be credited back to your [redacted] Virtual card when the authorisation expiresWhen you make a payment online, what happens initially is that a merchant pre-authorises the amount specified on your [redacted] Virtual card and then proceeds to settle that charge at a later date.Thereby, the real balance on your [redacted] Virtual card will be reduced; however the transaction will not show on your [redacted] account statement until the merchant has settled. It means a merchant has reserved the funds on your [redacted] Virtual Card but not proceeded to complete the transaction (it may have been cancelled) in which case the funds will be automatically refunded to your [redacted] Account as soon as the pre-authorization has expired. This may take up to 30 days under [redacted] guidelines.We hope the above attends to your query however should you require further assistance please do not hesitate to contact us.Best RegardsDanielaCustomer SupportRegards,
[redacted]
Hi,I am sorry you are having trouble with your return. Please note that I see you have paid $226.10 for your item plus $25.25 for shipping for a total of $251.35. I am not sure where you are getting your totals from. Please see attached copy of your order. If you wish to make...
the return because you don't want the item, you are welcome to return it but it is our policy that you pay the shipping fees for this return.During this time of year we try and get our packages out as fast as we can especially when they are express shipping and that is why is could not be cancelled. Thank you,Heather
Hi [redacted].I am sorry for the issues you experienced! I noticed that I have already contacted you via email to try to resolve this. I look forward to getting this taken care of for you as soon as possible!Regards,Eva E[redacted]Customer Service Manager
Hi,I spoke with our other division that handles your order. ThinkGeek's customer service is separate from theirs. Here is the details that they provided:I was able to find this customer's ticket opened June 15th, resolved June 17th, and I do not see any subsequent communication from him,...
either by email or phone call. We responded to the customer within 24 hours of his request with return instructions, and responded to his subsequent message in less than 12 hours. He ordered a baseball cap that did not fit, requested return instructions, and asked about the fit of the other cap we feature in the store. He was provided with return instructions and we clarified the sizing on the other cap in the store. He did not ask to have the sale price extended to him for a new order placed outside of the sale period. Also, the customer's original order was not placed during the sale, so he will be refunded the full purchase price of the item (including sales tax), which is equal to the cost of the item he wants to purchase. If the customer wishes to have his refund via store credit, we can amend his RMA, and we can make an exception and refund the full cost of his order upon receipt of his return (typically we only refund for the item returned and related sales tax). However, we cannot process his return until it is received back at our warehouse.